Avis sur Four Points by Sheraton Ljubljana Mons
Four Points by Sheraton Ljubljana Mons
Pot Za Brdom 4, Ljubljana
Avis
9,0
Merveilleux
9,2/10
Propreté
9,0/10
Personnel et service
8,8/10
Équipements
9,0/10
Infrastructures et conditions de l’hébergement
9,2/10
Écoresponsabilité
Avis
11 janv. 2024
Séjour de 1 nuit en janvier 2024
Réponse de Four Points by Sheraton Ljubljana le 15 févr. 2024
Dear Sacho,Thank you for choosing to stay at our hotel and for taking the time to share your feedback with us. We are delighted to hear that you had an overall positive experience and appreciated our strategic location, comfortable bedding, and convenient parking facilities.Kind regards, Anja Hribar, Marketing & PR Manager
10/10 Excellent
Sacho
22 déc. 2023
Sacho
Séjour de 1 nuit en décembre 2023
Réponse de Four Points by Sheraton Ljubljana le 5 janv. 2024
Dear Secho,Please let me thank you kindly for giving us the opportunity and trust for hosting you at our hotel and thank you for sharing your experience. We are very happy to know you enjoyed your stay and very proud of all your positive comments. A hot cup of coffee. A refreshing cold local brew. A comfortable bed. We get it. The little things really make a big difference. Tailored to suit your needs we offer you our simple pleasures, meaning bringing the comfort of your home with you, with little indulgences. We hope to see you again very soon. Best regards, Anja Hribar, Marketing & PR Manager
8/10 Bien
Olivier
20 sept. 2023
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
Olivier
Séjour de 1 nuit en septembre 2023
Réponse de Four Points by Sheraton Ljubljana le 21 sept. 2023
Dear Oliver,Please let me thank you kindly for giving us the opportunity and trust for hosting you at our hotel and thank you for sharing your experience. We are very happy to know you enjoyed your stay and very proud of all your positive comments. On behalf of all of our associates, I thank you again for your very nice feedback and we look forward to welcoming you back on your next visit!Best regards, Anja Hribar
10/10 Excellent
Boban
18 sept. 2023
Les points forts : Propreté, personnel et service, équipements et infrastructures et conditions de l’hébergement
Boban
Séjour de 1 nuit en septembre 2023
Réponse de Four Points by Sheraton Ljubljana le 19 sept. 2023
Dear Boban,We appreciate your recognition of their efforts. Your satisfaction is what we strive for, and we hope to have the opportunity to welcome you back for another exceptional experience.Best regards, Anja Hribar, Marketing & PR Manager
10/10 Excellent
Boban
20 août 2023
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement
Boban
Séjour de 1 nuit en août 2023
Réponse de Four Points by Sheraton Ljubljana le 22 août 2023
Dear Boban,Your review truly made our day, and we can't thank you enough for your support! Remember, 'Every accomplishment starts with the decision to try' – John F. Kennedy. Your decision to stay with us and your encouraging words drive us to continuously strive for excellence. Until we meet again!Kind regards, Anja Hribar, Marketing & PR Manager
10/10 Excellent
Voyageur vérifié
Voyage d’affaires
14 juil. 2023
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
Voyageur vérifié
Séjour de 1 nuit en juillet 2023
Réponse de Four Points Ljubljana le 18 juil. 2023
Dear Guest,Thank you for your review and for choosing our hotel for your recent stay. Your feedback motivates us to keep up the excellent work and ensure each guest has a memorable experience. We can't wait to welcome you back on your next visit.Kind regards, Anja Hribar, Marketing & PR Manager
10/10 Excellent
Marc
6 juil. 2023
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement
Marc
Séjour de 2 nuits en juillet 2023
Réponse de Four Points Ljubljana le 18 juil. 2023
Dear Marc,We are delighted to receive your positive feedback and that you enjoyed your time at our hotel. Knowing that our comfortable rooms and amenities meet your expectations is gratifying. We value your patronage and hope to have the pleasure of serving you again soon.Warm regards, Anja Hribar, Marketing & PR Manager
6/10 Satisfaisant
LAURENT
27 juin 2023
LAURENT
Séjour de 2 nuits en juin 2023
Réponse de Four Points Ljubljana le 18 juil. 2023
Dear Laurent,Thank you for your review and for choosing our hotel for your recent stay. Your feedback motivates us to keep up the excellent work and ensure each guest has a memorable experience. We can't wait to welcome you back on your next visit.Kind regards, Anja Hribar, Marketing & PR Manager
10/10 Excellent
Fernandes
29 mai 2023
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
Fernandes
Séjour de 1 nuit en mai 2023
Réponse de Four Points by Sheraton Ljubljana le 29 mai 2023
Fernandes,Nous sommes impatients de dépasser vos attentes et de faire en sorte que votre séjour chez nous soit une expérience inoubliable.Cordialement, Anja Hribar, Marketing & PR Manager
8/10 Bien
Voyageur vérifié
Voyage en famille
9 mai 2023
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
Pratique si vous disposez d'une voiture
Voyageur vérifié
Séjour de 2 nuits en avril 2023
Réponse de Four Points Ljubljana le 25 mai 2023
Dear Guest,we are delighted you liked our breakfast and the upgrade to Superior room. Thank you for choosing Four Points by Sheraton Ljubljana, and we look forward to making your stay unforgettable.Warm regards, Anja Hribar, Marketing & PR Manager
10/10 Excellent
Boban
18 avr. 2023
Les points forts : Propreté, personnel et service, équipements et infrastructures et conditions de l’hébergement
Boban
Séjour de 1 nuit en avril 2023
Réponse de Four Points by Sheraton Ljubljana le 3 mai 2023
Dear Boban,we are delighted you liked our green surroundings. We are very happy to know you enjoyed your stay and very proud of all your positive comments. The little things really make a big difference. Best regards, Anja Hribar
10/10 Excellent
Sacho
10 avr. 2023
Sacho
Séjour de 1 nuit en avril 2023
Réponse de Four Points by Sheraton Ljubljana le 3 mai 2023
Dear Sacho,We are very happy to know you enjoyed the hotel and gave us such a wonderful review. We hope to see you again very soon. Best regards, Anja Hribar, Marketing & PR Manager
6/10 Satisfaisant
HELENE
Voyage d’affaires
9 déc. 2022
Les points forts : Propreté, infrastructures et conditions de l’hébergement, confort de la chambre
HELENE
Séjour de 2 nuits en décembre 2022
Réponse de Four Points by Sheraton Ljubljana le 21 déc. 2022
Dear Helene,Thank you for sharing your feedback regarding your recent experience at Four Points by Sheraton Ljubljana Mons. But, clearly, we did not deliver the services and the experience our hotel is known for and I must apologize. Your feedback is much appreciated and will be acknowledged.I hope that you did not lose your faith and you will give us another chance to redeem ourselves in the near future.Kind regards, Anja Hribar, Marketing & PR Manager
4/10 Médiocre
Alex
28 août 2022
Alex
Séjour de 13 nuits en août 2022
Réponse de Four Points by Sheraton Ljubljana le 26 sept. 2022
Dear Alex,First of all, please thank you for giving us the opportunity and trust to host you at our hotel. At the same time, I would like to express my sincere apologies for your frustration. I hope you will leave your suggestions on how we can improve directly to anja.hribar@fourpointsljubljana.com. We will use them to improve our services. Kind regards, Anja Hribar, Marketing & PR Manager
8/10 Bien
Dragisa
28 juil. 2022
Dragisa
Séjour de 1 nuit en juillet 2022
10/10 Excellent
SERGE
25 mai 2022
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
SERGE
Séjour de 2 nuits en mai 2022
Réponse de Four Points by Sheraton Ljubljana le 30 juin 2022
Dear Serge,
Thank you so much for your amazing review. We hope you will visit us soon again.
Kind regards, Anja Hribar, Marketing & PR Manager
10/10 Excellent
Voyageur vérifié
Voyage en famille
9 mai 2022
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
Payer deux fois ?
Voyageur vérifié
Séjour de 1 nuit en mai 2022
Réponse de Reservations le 19 mai 2022
Salutations du Four Points by Sheraton Ljubljana Mons !
Habituellement, la taxe locale ou la taxe de séjour est toujours payée à l'hôtel. Ce que signifie hotel.com, c'est la TVA.
Cordialement,
4/10 Médiocre
Romain
Voyage d’affaires
18 févr. 2022
Les points forts : Propreté et personnel et service
The hotel is good but not a high standard
Romain
Séjour de 1 nuit en février 2022
Réponse de Four Points by Sheraton Ljubljana le 21 févr. 2022
Dear Romain,
thank you for staying in Four Points by Sheraton hotel. As a teachable moment, I have shared your feedback with the appropriate hotel teams to ensure the necessary guidelines are in place to make the necessary improvements in the future.
Once again, thank you for your valued feedback and we hope to serve you again whenever your travels bring you back to Ljubljana.
Sincerely,
Anja Hribar, Marketing & PR Manager
10/10 Excellent
Zvezdan
11 janv. 2022
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
Nice relaxing stay
Zvezdan
Séjour de 1 nuit en janvier 2022
Réponse de Four Points by Sheraton Ljubljana le 17 janv. 2022
Dear Zvezdan,
Please let me thank you kindly for giving us the opportunity and trust for hosting you at our hotel and thank you for sharing your experience. We are very happy to know you enjoyed your stay and very proud of all your positive comments. The little things really make a big difference. We offer you our simple pleasures, meaning bringing the comfort of your home with you, with little indulgences. I am happy our team went the extra mile and we left a memorable impression.
On behalf of all of our associates, I thank you again for your very nice feedback and we look forward to welcoming you back on your next visit!
Best regards, Anja Hribar
10/10 Excellent
Voyageur vérifié
15 août 2021
Les points forts : Propreté, personnel et service, équipements et infrastructures et conditions de l’hébergement
Voyageur vérifié
Séjour de 1 nuit en août 2021
Réponse de Four Points by Sheraton Ljubljana le 16 août 2021
Dear Guest,
thank you so much for your feedback. At the junction of the city and pristine nature, you will find the comfort of elegant hotel rooms, an indoor pool with a beautiful
landscape view, indoor or outdoor parking, the coziness of the Robin restaurant, the A2 bistro, and refreshments in the bar. Every carefully planned detail is a part of our new mosaic. “All-in-one” is our new synonym. This is our new Four Points by Sheraton Ljubljana, located in nature's warm embrace. I am really happy you liked our hotel.
Thank you for your time and visit us soon again.
Kind regards,
Anja Hribar, Marketing & PR Manager
8/10 Bien
RENE
11 août 2021
Un gros ensemble hôtelier efficace pour séjourner
RENE
Séjour de 1 nuit en août 2021
Réponse de Four Points by Sheraton Ljubljana le 13 août 2021
Dear Rene,
Thank you so very much for leaving us a review. It gives us great pleasure in knowing that you chose us as your hotel during your visit in Ljubljana. We hope to see you again very soon.
Best regards,
Anja Hribar, Marketing & PR Manager
8/10 Bien
HELENE
Voyage d’affaires
5 juil. 2021
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
HELENE
Séjour de 1 nuit en juin 2021
Réponse de Four Points by Sheraton Ljubljana le 12 juil. 2021
Dear Helene,
Thank you for choosing the renovated Four Points by Sheraton Ljubljana. We hope you refreshed yourself in our new pool and drank some champagne on the terrace overlooking the forest or just gained some new strength on the deck chairs.
Thank you so much for sharing your review with us. Please accept our apologies for the unfortunate incident with your air-conditioning. We will investigate this matter.
We hope to welcome you to our hotel again soon.
Kind regards,
Anja Hribar, Marketing & PR Manager
10/10 Excellent
jean michel
Voyage en famille
5 janv. 2020
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
jean michel
Séjour de 7 nuits en décembre 2019
Réponse de Four Points by Sheraton Ljubljana le 7 janv. 2020
Dear Jean Michel,
Please let me thank you kindly for giving us the opportunity and trust for hosting you at our hotel and thank you for sharing your experience.
Kind regards,
Anja Hribar, Marketing & PR Manager
8/10 Bien
Voyageur vérifié
24 déc. 2019
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
Great stay
Voyageur vérifié
Séjour de 2 nuits en décembre 2019
Réponse de Four Points by Sheraton Ljubljana le 7 janv. 2020
Dear Guest,
Please let me thank you kindly for giving us the opportunity and trust for hosting you at our hotel and thank you for sharing your experience. I am happy our staff was polite and you felt comfortable with us. The little things really make a big difference. Thank you for your recommendation.
On behalf of all of our associates, I thank you again for your very nice feedback and we look forward to welcoming you back on your next visit!
Best regards, Anja Hribar
10/10 Excellent
Adrien
14 sept. 2019
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
Super pour une escale à Ljubljana
Adrien
Séjour de 1 nuit en août 2019
Réponse de Four Points by Sheraton Ljubljana le 23 sept. 2019
Dear Adrien,
Thank you so much for wonderful score. I really hope you will visit us soon again and that we will be able to exceed your expectations as well.
Best wishes, Anja Hribar, Marketing & PR Manager
Best wishes, Anja Hribar, Marketing & PR Manager
10/10 Excellent
Michel
13 août 2019
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
Michel
Séjour de 1 nuit en août 2019
Réponse de Four Points by Sheraton Ljubljana le 23 sept. 2019
Dear Michel,
Thank you so much for amazing feedback.
We will be happy to host you during your next visit in Ljubljana.
Kind regards, Anja Hribar, Marketing & PR Manager
8/10 Bien
Voyageur vérifié
12 août 2019
Les points forts : Propreté et personnel et service
Voyageur vérifié
Séjour de 4 nuits en août 2019
Réponse de Four Points by Sheraton Ljubljana le 23 sept. 2019
Dear Guest,
Thank you for your feedback.
Kind regards, Anja Hribar, Marketing & PR Manager
8/10 Bien
Voyageur vérifié
Voyage en famille
12 août 2019
Les points forts : Propreté, personnel et service, équipements
Voyageur vérifié
Séjour de 1 nuit en août 2019
Réponse de Four Points by Sheraton Ljubljana le 6 sept. 2019
Dear Guest,
We are very happy to know you enjoyed the hotel and gave us such a wonderful review. We hope to see you again very soon.
Best regards,
Anja Hribar, Marketing & PR Manager
6/10 Satisfaisant
Jean-François
24 juil. 2019
Doit s'améliorer
Jean-François
Séjour de 2 nuits en juillet 2019
Réponse de Four Points by Sheraton Ljubljana le 8 août 2019
Dear Jean-François,
I am very sorry for your breakfast experience I will pass your experience to our team and we will improve regarding this matter.While I wish you had a better experience, it is feedback like this that we learn from and use to improve.
Thank you for choosing Four Points by Sheraton Ljubljana.
Sincerely, Anja Hribar
Marketing & PR Manager
10/10 Excellent
Voyageur vérifié
24 juin 2019
Voyageur vérifié
Séjour de 1 nuit en juin 2019
Réponse de Four Points by Sheraton Ljubljana le 11 juil. 2019
Dear Guest,
Thank you for your response. Visit us soon again!
Kind regards, Four Points by Sheraton Ljubljana team
10/10 Excellent
Voyageur vérifié
16 juin 2019
Les points forts : Propreté, personnel et service, équipements et infrastructures et conditions de l’hébergement
Voyageur vérifié
Séjour de 1 nuit en juin 2019
Réponse de Four Points by Sheraton Ljubljana le 18 juin 2019
Dear Guest,
Thank you four your review.
Kind regards, Anja Hribar, Marketing & PR Manager
10/10 Excellent
Carlos
4 juin 2019
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
Très bon
Carlos
Séjour de 1 nuit en mai 2019
Réponse de Four Points by Sheraton Ljubljana le 8 juin 2019
Dear Carlos,
Thank you for your review.
Kind regards, Anja Hribar, Marketing & PR Manager
10/10 Excellent
Voyageur vérifié
18 avr. 2019
Voyageur vérifié
Séjour de 2 nuits en avril 2019
Réponse de Four Points by Sheraton Ljubljana le 23 avr. 2019
Dear Guest,
We are very happy to know you enjoyed the hotel and gave us such a wonderful review. We hope to see you again very soon.
Best regards,
Anja Hribar, Marketing & PR Manager
10/10 Excellent
Bruno-Charles
14 avr. 2019
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
Tres belle hôtel avec lit confortable
Bruno-Charles
Séjour de 1 nuit en avril 2019
Réponse de Four Points by Sheraton Ljubljana le 23 avr. 2019
Dear Mr. Bruno-Charles,
Please let me thank you kindly for giving us the opportunity and trust for hosting you at our hotel and thank you for sharing your experience. I am very sorry for the piano incident, we will investigate this matter. On behalf of all of our associates, I thank you again for your very honest feedback and we look forward to welcoming you back on your next visit!
Kind regards,
Anja Hribar, Marketing & PR Manager
10/10 Excellent
mehdi
30 déc. 2018
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
mehdi
Séjour de 1 nuit en décembre 2018
Réponse de Four Points by Sheraton Ljubljana le 7 janv. 2019
Dear Guest,
Thank you for your feedback. On behalf of all of our associates, I thank you again for your amazing feedback and we very much look forward to welcoming you back on your next visit!
Kind regards, Anja Hribar, Marketing & PR Manager
10/10 Excellent
Joelle, Quebec
7 août 2018
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
Joelle
Séjour de 3 nuits en août 2018
Réponse de Four Points by Sheraton Ljubljana le 12 août 2018
Dear Joelle,
Please let me thank you kindly for giving us the opportunity and trust for hosting you at our hotel and thank you for sharing your experience. I especially liked your comments towards our staff. We hope to welcome you back soon.
Kind regards, Anja Hribar, Marketing & PR Manager
8/10 Bien
hussain
2 août 2018
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
Au milieu de la verdure.
hussain
Séjour de 5 nuits en juillet 2018
Réponse de Four Points by Sheraton Ljubljana le 12 août 2018
Dear Hussain,
Thank you for choosing to stay at the Four Points by Sheraton Ljubljana Mons and providing your honest feedback.
Providing the highest level of hospitality is our number one priority and we sincerely apologize for falling short of meeting your expectations. As a teachable moment, I have shared your feedback with the appropriate hotel teams. Once again, thank you for your valued feedback and we hope to serve you again whenever your travels bring you back to Ljubljana.
Sincerely,
Anja Hribar, Marketing & PR Manager
10/10 Excellent
boban, marseille
1 août 2018
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement
Les points faibles : Confort de la chambre
Great, except for one thing
boban
Séjour de 1 nuit en juillet 2018
Réponse de Four Points by Sheraton Ljubljana le 8 août 2018
Dear Boban,
Thank you very much for your review of our hotel! We are pleased to read that you enjoyed our services and facilities. Please accept our apologies for the unfortunate noise from football playing. This is certainly not indicative of the fine quality of service we are known for and try to maintain. I will investigate what seems to be the problem. On behalf of all of our associates, I thank you again for your feedback and we look forward to welcoming you back on your next visit to Ljubljana!
Kind regards, Anja Hribar, Marketing & PR Manager
10/10 Excellent
Voyageur vérifié
30 juil. 2018
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
Reposant
Voyageur vérifié
Séjour de 1 nuit en juillet 2018
Réponse de Four Points by Sheraton Ljubljana le 12 août 2018
Dear Guest,
Thank you for choosing to stay at the Four Points by Sheraton Ljubljana Mons and providing your honest feedback .You comment is amazing! Thank you for your supportive feedback. We hope to see you again very soon.
Kind regards, Anja Hribar, Marketing & PR Manager
4/10 Médiocre
FLORENCE
3 juil. 2018
Les points faibles : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
Pas un 4 étoiles ! Vieillissant et mal entretenu
FLORENCE
Séjour de 1 nuit en juin 2018
Réponse de Four Points by Sheraton Ljubljana le 19 juil. 2018
Dear Florence,
Thank you for sharing your feedback regarding your recent experience at Four Points by Sheraton Ljubljana Mons. But, clearly, we did not deliver the services and the experience our hotel is known for and I must apologize. We will do our best to have a detailed overview of this matter and we will improve regarding this. Your feedback is much appreciated and will be acknowledged. I hope that you did not lose your faith and you will give us another chance to redeem ourselves in the near future.
Kind regards,
Anja Hribar, Marketing & PR Manager
10/10 Excellent
Boban, Marseille
6 juin 2018
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
Good
Boban
Séjour de 1 nuit en juin 2018
Réponse de Anja Hribar le 28 juin 2018
Dear Boban,
Thank you for sharing your feedback regarding your recent experience at Four Points by Sheraton Ljubljana Mons. But, clearly, we did not deliver the services and the experience our hotel is known for and I must apologize. We will do our best to have a detailed overview of this matter and we will improve regarding this. Your feedback is much appreciated and will be acknowledged.
I hope that you did not lose your faith and you will give us another chance to redeem ourselves in the near future.
Kind regards,
Anja Hribar, Marketing & PR Manager
10/10 Excellent
jean claude
31 mai 2018
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
jean claude
Séjour de 3 nuits en mai 2018
Réponse de Anja Hribar le 27 juin 2018
Dear Jean Claude,
We are very happy to know you enjoyed the hotel and gave us such a wonderful review. We hope to see you again very soon.
Best regards,
Anja Hribar, Marketing & PR Manager
4/10 Médiocre
Genevieve
8 janv. 2018
Les points forts : Propreté
Les points faibles : Confort de la chambre
Genevieve
Séjour de 3 nuits en décembre 2017
8/10 Bien
Audrey
27 août 2017
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
Bon choix
Audrey
10/10 Excellent
Boban, marseille
23 août 2017
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
Nice and comfortable
Boban
Séjour de 1 nuit en août 2017
10/10 Excellent
Boban, marseille
3 juil. 2017
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
Pratique et bien situé
Boban
Séjour de 1 nuit en juin 2017
6/10 Satisfaisant
katalin
5 juin 2017
Les points forts : Propreté, infrastructures et conditions de l’hébergement, confort de la chambre
Sauna
katalin
Séjour de 2 nuits en mai 2017
10/10 Excellent
damien
12 mai 2017
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
Super
damien
6/10 Satisfaisant
Voyageur vérifié
28 avr. 2017
Les points forts : Propreté
Voyageur vérifié
10/10 Excellent
boban, marseille
29 août 2016
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre